Gorgias: AI Helpdesk & Chat
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We have been using Gorgias for over a year, and our experience has been extremely frustrating. If you operate Shopify with a third-party ERP, the integration is unreliable and creates ongoing operational challenges. We have experienced significant syncing issues that directly impact customer experience. Support has been disappointing. Responses often lack clarity or resolution, and we’ve received explanations that don’t fully address the issue. In one instance, folders were randomly deleted. We were initially told the deletion was done by an admin user (me), but when support reviewed the account, they acknowledged it wasn’t. The ticket was ultimately closed without a clear explanation or resolution, and we are still without closure a month later. We’ve also encountered instability within the platform itself. Features have appeared and disappeared without warning. We have had folders vanish. Most concerning, the AI/bot has sent incorrect responses to customers, closed tickets without proper replies, or failed to respond entirely—resulting in customer complaints about lack of follow-up. For a CX platform, reliability and accountability are critical. Unfortunately, our experience has fallen far short of that standard.
Hello there, Wholesale Supplies Plus team. Thank you for taking the time to share such detailed and honest feedback. We’re very sorry to hear that the experience using Gorgias has not met your expectations. To provide more context, 3rd-party ERP apps typically require custom HTTP integrations, which add complexity. That said, we are continuously working on improvements to enhance stability and overall performance. Our team is also continuing to work on your Yotpo integration request to ensure it is handled thoroughly and with the necessary attention. We’re also sorry if any of our responses seemed to lack clarity or did not fully address your concerns. That is not the standard we aim for, and are doing an internal audit to prepare coaching for the team where necessary. As for your current escalation, we want to clarify that the ticket was not closed and our engineers are actively working on a solution. A follow-up with a detailed explanation was shared with you recently. When it comes to AI Agent, it does require ongoing training, monitoring, and feedback to perform optimally, but we would be more than happy to provide guidance and best practices to help ensure reliable performance. We remain committed to earning back your trust and improving your experience with Gorgias.
This has got to be the greediest and ruthless company ever. We were paying over $13.5k per year on Gorgias for the Advanced plan (6350 automations, 60,000 tickets). This is A LOT...but the story gets worse. I mention this because their pricing is not clear at all after that point. If you a fast growing company, (7-8 figures or more) I highly recommend staying away from this platform. Their upsell features are highly predatory and can increase the cost of your plan by a if your orders/tickets increase. Their AI automation feature auto-bills you over and over, to the point without telling us until its WAY to late, we were charged $14,000 on TOP of $13.5/year. We tried to work with them but we received threats. The AI automation costs them essentially nothing to run, but it would have brought our yearly bill to $27k. Instead of trying to work it out, they tried to strong arm us. For a customer service platform, it was one of the worse customer service experiences I've ever experienced and would not recommend it to anyone. We are switching to a competitor that offers the same functions and essentially unlimited automations. They just lost a customer paying 5 figures a year without any care.
Hello Coldest team, We completely understand how frustrating unexpected overage charges can feel, especially when you’re scaling quickly and relying heavily on automation. Our AI Agent is usage-based, and as outlined in the plan details, additional charges apply when usage exceeds the included volume. As your usage approached and surpassed the limit, our team reached out to you multiple times to provide visibility and discuss options to better align your plan with your volume. Given the significant expansion in AI activity on your account, our Customer Success and Billing teams worked to propose an upgrade that would better support your needs and also explored absorbing a portion of the overages as part of a renewal plan. Our goal throughout those conversations was to find a sustainable structure that matched your growth, not to apply pressure, but to ensure your setup remained supported and optimized. We genuinely value the partnership we had and are sad to see you go, though we respect that Gorgias may not be the right fit for your business at this time. If you’d ever like to revisit the conversation, our team remains available and committed to working collaboratively toward a solution that supports your goals.
One of the worst customer service we experienced in long time. Basically there is no customer service and no one answers us for months... And there is technical issues - The AI’s reasoning isn’t showing for some of recent tickets. Instead of explaining how it came to its answers, it just says the reasoning data couldn’t be loaded. This is a problem because some answers seem wrong, and we can’t see where the AI got its information.
Hello Livettes Wallpaper Team, Thank you for taking the time to share your feedback. We completely understand how important visibility into AI reasoning is for your workflow. Recently, our team has been managing a higher-than-usual volume of requests, which has led to delays that don’t reflect the level of responsiveness we strive to provide, and we regret that this resulted in a longer wait time for you than expected. We know how critical it is to have clarity and confidence in your AI tools, especially when they directly impact your business operations. I can see that our team has since followed up and escalated this to our engineers to ensure the behavior is improved. They’re actively working on enhancing this functionality, and you’ll be contacted as soon as the update is live. We truly value your partnership and appreciate your patience as we work toward a lasting solution.
Gorgias has been instrumental for our customer service team by taking over the time-consuming requests, such as "where is my order" and "I'd like to start an exchange." The ticket queues and workflow rules have helped us organize and prioritize large numbers of requests while keeping our team lean. We can confidently recommend Gorgias as a full-featured helpdesk tool for your Shopify store.
Thank you so much, JUNK Brands team! We’re glad to hear Gorgias is helping your team stay lean while handling high-volume requests efficiently. It’s great that the AI Agent is making a real impact. We truly appreciate the recommendation!
Gorgias has become an essential asset for our CS team. AI agent is learning very fast and significantly reduced response times and ensured high-quality response.
Thank you for this review, Lemonade Dolls! We’re so glad to hear Gorgias has become an essential part of your CS workflow. It’s also great to know the AI Agent is learning quickly and helping reduce response times while keeping quality high. We appreciate your feedback!
Gorgias has been a valuable tool for our customer support team, helping us manage inquiries more efficiently across multiple channels in one place. Its automation features and organized ticketing system have improved response times and made it easier to provide consistent, high-quality support. Overall, Gorgias has helped streamline our workflow and enhance the customer experience.
Thank you, RajaniMD team! We’re so glad to hear Gorgias is helping your team manage support more efficiently across channels. It’s great to know the AI Agent and the helpdesk are making a real impact on response times and customer experience. We truly appreciate your feedback!
This app has worked great for us, and really built out our full customer support setup. The onboarding process was great and they were very helpfull at every step. It continues to get better and I fully recommend it.
Thank you so much for this amazing review! We’re thrilled to hear the onboarding process set you up for success and that Gorgias continues to deliver value for your team. We truly appreciate the recommendation!
This service has been great and we have seen great improvement of productivity from our support team since joining a year ago. Highly recommend Gorgias.
Thank you so much, Eargasm team! We’re thrilled to hear Gorgias has helped boost your team’s productivity over the past year. We truly appreciate the recommendation and your continued trust!
The app is extremely difficult to navigate with very poor user interface. It's also very difficult to find info online that actually shows you how to use the app efficiently. It took over a week for someone on the Apps side to figure out that you only can send chats direct to your email if you're on a paid plan. You cannot test that function during the free trial. The pricing is ridiculous for what you actually get. Anyone that has been in the AI game for any amount of time knows what tokens cost and their fees for AI responses are ridiculous as well as the price to simply forward a chat through email has equally ridiculous pricing.
Hi there, Toigo Racing team. Thank you for sharing your experience; we’re sorry it felt frustrating. There were a few points raised here that appear to stem from misunderstandings around trial limitations and feature availability. We’re actively reviewing this with the team to ensure everything is clearly explained and properly investigated. One of our agents will be following up with you directly to clarify the trial functionality, review your setup questions, and make sure you have accurate information moving forward. We appreciate you taking the time to share feedback. It helps us improve both our onboarding clarity and communication.
Hi The Mandir Store team, We’re sorry to see your rating and would genuinely like to understand what led to your experience. We weren’t able to locate any recent support conversations from your account, so if something didn’t work as expected, we’d really appreciate the opportunity to look into it and help. Whether it’s setup, billing, integrations, or general usability, our team is here to assist. If you’re open to it, please reach out to us directly at [email protected], and we’ll make sure someone reviews your account right away. We value all feedback and would love the chance to improve your experience.
We use Gorgias for our COSMEDIX brand and transitioned last year from a different support platform — the difference has been night and day. Visibility across conversations, orders, and customer history is dramatically better, which has made our CX team far more effective. The AI agent and Shopping Assistant have been especially impressive and are already driving incremental revenue for us, not just deflecting tickets. Integration and onboarding were straightforward and painless, even with a more complex Shopify setup. Overall, a powerful, well-built tool that has meaningfully improved our customer experience. Highly recommend.
Thank you so much for sharing this! We’re thrilled to hear the transition has made such a meaningful impact on your CX team. It’s especially great to know the AI Agent and Shopping Assistant are driving real value and revenue for your team. We truly appreciate the recommendation and will keep building cool new features!
If you are looking for the best customer service app that natively integrates with Shopify and the Ecom ecosystem you are in the right spot. Gorgias keeps on getting better and better, with functionality that helps you scale at a reasonable cost.
Thank you so much, Shop Houzz team! We’re glad to hear Gorgias is helping you scale smoothly. We’ll keep working to deliver great functionality at a cost that makes sense as you grow. We really appreciate the support!
I have heard good things about Gorgias, but I am very unhappy with their customer service. I installed it in my store and was getting things set up on a 7 day free trial. Within hours of installation, it charged me a full $400 for the pro plan, completely negating the "free trial". When I pointed out the error, they quoted policies rather than resolving the issue, and didn't even bother to address me by my actual name. This is not an app I want to use for customer service when their own customer service doesn't come close to meeting our own standards of care. I'm very sorry I gave them a try at all.
Hi there, Book and Bear team. We’re very sorry to hear that your experience felt frustrating, especially during what should have been a simple trial setup. We recognize that the communication you received did not meet the standard we aim to uphold. We have issued your refund, and will be working internally to provide a better experience in the future. We appreciate you giving Gorgias a try and for sharing this feedback. It helps us improve both our billing transparency and the support experience.
Gorgias AI has been a huge help for our support team. In this case, a customer asked how to return lamps, and the AI responded clearly, accurately, and fully aligned with our return policy, so much so that the customer left a 5/5 satisfaction rating. The response was well-structured, polite, and asked the right follow-up question without creating friction. It saves our team time while still delivering a great customer experience. Highly recommend for any Shopify store looking to scale support without sacrificing quality.
Thank you for sharing this, team Archiology! We’re thrilled to hear the AI Agent delivered such a clear, policy-aligned response and earned a 5 star CSAT along the way. It’s great to know it’s saving your team time while keeping the customer experience strong. We truly appreciate the recommendation!
We've been using Gorgias Automate since its inception, while in beta, and it's been almost 3 years now. We have grown together and are handling an average of about 50%+ tickets! The CSTAT is usually good and resolves issues well. Currently at 5/5 Agent resolution. What AI Agent did: +Instructed the customer on where to find their loyalty points balance. +Provided detailed steps on redeeming points and applying rewards at checkout. +Assured the customer that points do not expire with account activity. Of course, it doesn't always get everything right, but we have added much guidance on when and where to hand off to human agents. Overall, we are very pleased with it and would highly recommend it.
Thank you for being with us since the early days, Annmarie Skin Care team! That means a lot! We’re thrilled to hear the AI Agent is now handling 50%+ of your tickets and delivering strong CSAT results. It’s also great to see how you’ve refined the handoffs and guidance over time. We truly appreciate the recommendation and your partnership!
We've been extremely pleased with our experience on Gorgias. From onboarding to launching... the process was smooth and has been great. We've seen a significant improvement in our ability to meet our customers needs. AI enabled agents responses have also saved us significant time and money. We keep getting better and better with the help of Gorgias's team.
Thank you so much for the review! We’re so glad to hear the onboarding and launch were smooth and that Gorgias is helping you better meet your customers’ needs. It’s also great to know the AI Agent is helping save time and resources. We’re super excited to keep improving together!
support is non existent. I have sent 4 support emails over the last three days and no respons. Just a friendly AI that is useless. Secondly the software lacks many basic features like the ability to create filtered views that make sense. Something as obvious as "show me emails with no reply" doesnt exist. We sell in currency NOK, but Gorgias still show USD with the NOK amount. Go with the larger companies like Zendesk, Hubspot etc.
Hello AgeLab.no Team, Thank you for taking the time to share your experience. We’re sorry to hear that your experience has felt frustrating and that our response times did not meet expectations. After reviewing your tickets, I can confirm that our team did respond to your recent inquiries. However, response times were impacted by a temporary surge in ticket volume, and we’re actively working to ensure faster turnaround moving forward. Regarding the features mentioned, some workflows, such as specific filtered views, aren’t currently available in the exact format described, but your feedback has been shared with our Product team. As for currency display, Gorgias reflects the currency configured in your Shopify store, as data is pulled directly from Shopify without conversion. Our team will also reach out to you again directly to ensure you receive any further assistance you may need. We remain committed to improving both our product and your overall support experience. Thank you again for your feedback.
Love Gorgias. I’ve been using it as our customer support solution for a couple of years now, and it’s been a game changer. The AI and automation features are incredibly helpful, and I regularly rely on the analytics and tagging to stay organized and understand trends. Highly recommend.
Thanks so much, Big Bold Health! We’re thrilled to hear Gorgias has had such an impact on your support team. We truly appreciate the recommendation!
Gorgias in theory has a good product and the value prop is there. The AI and responses are probably a 4/10. What makes Gorgias a 1 star app is how they handle issues on their platform. They advertise that their product can handle cancellations, variant changes, and order edits automatically. From day 1, this was completely broken for me and the ticket was escalated to their L2 support team. It takes multiple days between responses, only for nothing to happen. This is shocking especially as automated order edits is the key functionality their product advertises for Shopify integration. Where it gets worse is that their technical support rep completely lied to me and told me the issue was fixed by doing a customer sync, but it did not fix the issue at all. They did not provide any details on what the issue was, how they fixed it, and what they tested. They just lied to me and said that it worked when it remains broken, and now I have to continue testing myself and reporting errors to them. This tells you that their tech team is either not competent or does not care to fix high priority customer issues, which is why it's a 1 star. If you cannot fix tech issues, then lie to your customers just to close a ticket without helping them, then your tech team/support is just bad and doesn't care. It makes it feel like a scam. Your software cannot be trusted, and it calls into question the product at large and the (lack of) TLC that's going into it. I feel completely misled about this product and the false advertising that has taken place so far for me. This is a really bad experience as I have invested probably 36 hours of my time to get the guidance, macros, and rules set up only to be completely washed away by a horrific bug that their tech team has completely dismissed and lied to me about a "fix". Really, really disappointing and disrespectful to small/rapid growth businesses that cannot afford to sink and lose this many hours.
Thank you for the review, Showcased Cards team. We’re truly sorry to hear how frustrating your experience was and understand how disappointing it is when a product doesn’t meet expectations, especially after a significant time investment. All the issues you encountered were escalated internally and involved both our advanced support and engineering teams. While progress was made, we recognize that the experience did not feel timely or clear enough from your perspective. What we want to reassure you of is that our team will never misrepresent fixes or intentionally close issues without investigation. When changes are shared, they reflect the best information available at that time, and if an attempted resolution doesn’t fully address the behavior, we continue troubleshooting. Someone from our management team will be getting in touch with you directly to ensure we continue providing the best possible experience. Thank you once again for being candid and for your patience while we work on the issues you encountered.
We use Gorgias for customer support, and the AI agent has been a huge help. In a recent case, the AI fully handled a missing-item inquiry, responded quickly, asked the right follow-up questions, and resolved the issue without needing human intervention. The customer left a 5-star satisfaction rating, which speaks for itself. It’s saved our team time while still delivering a great customer experience. Highly recommend for teams looking to scale support efficiently.
Thanks so much, Anne Klein team! We’re thrilled to hear our AI Agent is handling cases like this one so effectively, and that it’s saving your team time while keeping the customer experience strong. We really appreciate the recommendation!
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